We’ll begin by asking you questions about your installation and the symptoms you’re experiencing. Then we’ll take you through a series of troubleshooting steps and configuration checks that are specific to your situation.

IMPORTANT: Some troubleshooting steps are different depending on the type of installation you have—Lync Server or Lync for Office 365. Please complete each troubleshooting step, even if it doesn’t seem to apply to you.

Estimated time of completion:

The amount of time you spend will depend on the type of installation you have, and the causes of your Lync sign-in issues.

1

Test your sign-on credentials

The first step is to try to sign in with your Lync credentials in another location: Lync Web Scheduler.

In most cases, both your sign-in address and user name look like one of these examples:

Check the format of your user name and sign-in address

Make sure that you’re using your Office 365 credentials. In most cases, both your sign-in address and user name will look like one of these examples:

someone@example.com

someone@example.onmicrosoft.com

Can you sign in to the portal now?

Yes

0

Sign in to Lync with your corrected sign-in address

If you’re able to successfully sign in to Lync Web Scheduler, try signing in to Lync again with the same type of credentials:

someone@example.com or someone@example.onmicrosoft.com

Were you able to sign in to Lync?

Yes

No, Lync says I need both a sign-in address and user ID

No, I got some other error

0

Contact your workplace technical support for a new password

If you’ve forgotten your password or it’s no longer working, use the Microsoft Online Password Reset site to request a new password from your workplace technical support team— typically the people who set up your account for you.

IMPORTANT: If the password reset site doesn’t work for you, contact your workplace tech support team directly. Provide them with these links:

Open the Keychain Access certificate management utility. To do this, in Finder, click Applications, click Utilities, and then click Keychain Access. Or, search for Keychain Access by using Spotlight.

In the left pane, click login, and then click Certificates.

In the right pane, find any certificate named Unknown or Communications Server, select it, and then delete it. Note You may have to unlock your keychain by using your password.

Close Keychain Access.

Restart Lync for Mac.

Did this solve your problem?

Yes

No

0

Update Lync on the smartphone or tablet

Go to the app store for your device and check for updates to the currently installed version of Lync.

Did this solve your problem?

Yes

No

0

Configure connection settings manually (Lync 2010 and Lync 2013)

Manually add Lync server settings and try signing in again.

Details

Manually add Lync server settings:

Go to Lync options

> Personal.

Under My account, click Advanced, and then click Manual configuration.

Enter sipdir.online.lync.com:443 in both boxes, and then click OK > OK.

Sign out, and then try signing back in.

Did this solve your problem?

Yes

No

0

Configure connection settings manually (Lync for Mac 2011)

Manually add Lync server settings, and then try signing in again.

Details

Ask the user to follow these steps:

Click Advanced.

Under Authentication, clear the Use Kerberos check box.

Under Connection Settings, click Manual configuration.

In both the Internal Server Name box and the External Server Name box, type or paste sipdir.online.lync.com:443.

Click OK.

Did this solve your problem?

Yes

No

0

Issue temporarily resolved (Clients and devices)

We’re glad to hear you’re back in service.

To help your organization find out why Lync can’t automatically sign in, contact your workplace technical support—typically the person who sent you email about how to get set up with Office 365. Include a link to the Lync Online sign-in guide for admins.

On the Lync sign-in screen, tap More Details (Windows) or Show Advanced Options (iPhone, iPad, or Android).

Turn off Auto-Detect Server.

In both the Internal Discovery Name and External Discovery Name boxes, enter https://webdir.online.lync.com/Autodiscover/autodiscoverservice.svc/Root

Click Sign In.

Did this solve your problem?

Yes

No

0

Issue resolved

Congratulations, you’ve resolved your sign-in issue!

0

Contact your workplace technical support

We’re sorry, but we couldn’t resolve your sign-in issue. For more troubleshooting, contact your workplace technical support—typically the person who sent you email about how to get set up with Office 365. Include a link to the Lync Online sign-in guide for admins.

0

Enter your Lync user ID

If Lync asks you for your user ID, in most cases it is the same as your sign-in address—for example,bobk@contoso.com.

If that doesn’t work, try the same credentials you use when signing in to your organization’s network—for example,CONTOSO\bobk.

Did this solve your problem?

Yes

No

0

Update Lync Windows Store app

Make sure you have the most current version of Lync Windows Store app:

If the Lync Online manual configuration didn’t work, your organization may be using Lync Server.

First try signing in with this Lync Server setting: https://webdir.example.com/Autodiscover/ autodiscoverservice.svc/Rootwhere example.com is your domain name.

Then try signing in with this Lync Server setting: https://webext.example.com/Autodiscover/ autodiscoverservice.svc/Rootwhere example.com is your domain name.

Details

Manually add Lync server settings:

On the Lync sign-in screen, tap More Details (Windows) or Show Advanced Options (iPhone, iPad, or Android).

Turn off Auto-Detect Server.

In both the Internal Discovery Name and External Discovery Name boxes, enter the webdir server address on the left. For example, if your domain name is contoso.com, enter https://webdir.contoso.com/Autodiscover/autodiscoverservice.svc/Root

Click Sign In.

If you weren’t able to sign in, enter the webext server address on the on the left in both boxes. For example: https://webext.contoso.com/Autodiscover/autodiscoverservice.svc/Root